Business-To-Business Relationship Quality
Relationship quality (RQ) is increasingly seen as a key factor of competitive advantage, replacing service quality and customer satisfaction as a source of superior performance. Despite the crucial role that relationship managers play in building business-to-business (B2B) relationships, little research has looked at the antecedents of RQ from an interpersonal perspective. In order to respond to the numerous calls for clarification, for there is still some ambiguity around this topic, this study aims to provide a better understanding of the nature and determinants of RQ. A combination of a literature review and the results of a series of interviews with relationship managers of hotels operating in Portugal and their counterparts in corporate clients informed the development of a model, which was subsequently tested using LISREL. Findings highlighted the association between the presence of designated client managers and high quality business relationships, and suggested directions to improve the performance of organisations in building B2B RQ.
Volume (Year): XIV (2009)
Issue (Month): 3 ()
|Contact details of provider:|| Postal: |
Phone: +351-213 925 800
Fax: +351-213 925 850
Web page: http://www.iseg.ulisboa.pt/Email:
More information through EDIRC
References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Raj Echambadi & Benjamin Campbell & Rajshree Agarwal, 2006. "Encouraging Best Practice in Quantitative Management Research: An Incomplete List of Opportunities," Journal of Management Studies, Wiley Blackwell, vol. 43(8), pages 1801-1820, December.
- Boles, James S. & Johnson, Julie T. & BarksdaleJr., Hiram C., 2000. "How Salespeople Build Quality Relationships:: A Replication and Extension," Journal of Business Research, Elsevier, vol. 48(1), pages 75-81, April.
- Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
- Bejou, David & Wray, Barry & Ingram, Thomas N., 1996. "Determinants of relationship quality: An artificial neural network analysis," Journal of Business Research, Elsevier, vol. 36(2), pages 137-143, June.
When requesting a correction, please mention this item's handle: RePEc:pjm:journl:v:xiv:y:2009:i:3:p:197-216. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Prof. Luís Mota de Castro)
If references are entirely missing, you can add them using this form.